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Business Profile

Moving and Storage Companies

Starway Moving and Transport Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving and Storage Companies.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:28/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We moved with Starway Moving in April and when our furniture was deliverered the was significant damage to things given to ** by grandparents and things we had custom made more than 30 years ago.I have submitted all the required documents to the company and have tried repeatedly to contact them over the last six months. When I call the frontline staff are not allowed to put you trough to a manager or the damage claims department. I have had no response to emails or messages I have left and don't know what I am supposed to do from here.

    Business Response

    Date: 28/11/2022

    According to the terms and conditions of the contract, The claims are paid by weight not value.

    The total weight of his claimed items was 500 lbs. At the rate of 60 cents per lb, the claim amount is $300.

    Their is a deductible of $350 per contract, so no claim was paid.

     

  • Initial Complaint

    Date:01/11/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired this business to obtain moving and storage services for my move from ON-BC. Prior to making an initial deposit, this business was polite and provided great customer service. They followed up with me and ensured I had answers. When the $500 deposit was cashed and the movers came to take my belongings, I heard nothing back. I have been attempting to contact the business for one month (SEPT 30) to confirm the delivery of my household goods. The service I purchased was full packing/moving and 3 months of storage and delivery. I have had to extend my moving date and required STARWAY to confirm the delivery date and additional cost of the storage. After two weeks of emailing and calling- no one replied to me. I finally called from an unknown number and they answered- they knew immediately who I was. I explained I was extremely displeased and the operation looked fishy. I told them I wanted to have my items delivered ASAP and to disregard my extension. Over the phone, they mentioned they would only release my items if I had paid the remaining balance and I mentioned I was very hesitant to do so given how they have treated me. They replied to my email stating the same. I have since requested an additional invoice with an extension of storage if I were to continue with them, and to confirm my delivery date. They will not answer my emails or pick up my phone calls again. I am very scared for my items, I feel like I am being held hostage to pay this business for a service I am no longer comfortable with. My balance is upwards of 15K dollars and I feel as though I am being taken advantage of. Please help.

    Business Response

    Date: 01/11/2022

    It is company policy, we have to receive full payment before we schedule any delivery.

    Just as we told this customer, please pay the balance and we will deliver her stuff within the week.


    Customer Answer

    Date: 07/11/2022


    Complaint: ********

    I am rejecting this response because the business has yet to confirm storage and delivery of my items. I have requested an updated invoice reflecting a storage extension. My original agreement stated 700$ a month for storage ending in December. The business has refused to confirm this extension and price. Please provide me with an updated invoice and confirm that my items will remain in storage until my delivery o f January 14th 2023. The business has also refused to confirm delivery on the date of January 14th 2023 at the address I provided. Please also confirm this. As it was previously mentioned, payment can be provided by Etransfer, credit card and certified cheque. As discussed on October 11th I with *** over the phone, I will be providing payment in person to the delivery driver/movers upon delivery on January 14th 2023.


    Sincerely,

    *********************

  • Initial Complaint

    Date:26/09/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Starway Moving and Transport has taken advantage of my family. They have charged us an additional $600 for apparently being 20lbs under their minimum ****lbs weight requirement as well as a $250 stair fee when there was not a single stair used or even in sight. They had full use of an elevator the entire time. They promised us 6 weeks of free storage but now switching to 4 weeks and state that it begins the day they pick up. When I asked them to deliver 8 days after our apparent storage period had ended they want to charge me $240 for a full month's storage and refuse to do partial storage fee. They are asking us to pay $3329.29 which is well above the original quote. What can I do? They are holding my entire life's contents hostage until I pay them what they want

    Business Response

    Date: 28/09/2022

    We offer one month of free storage for interprovincial moves.

    We have given ********* one month of free storage.

    Her stuff was picked up on Sept 1st.

    She has up to Sept 30th to take her delivery.

    After that a storage fee is charged.

    There is no partial month. Storage is charged for full month.

    We have already taken the 250 stair fee off the final bill.

    The final bill is calculated based on the scale tickets. Their load weight is **** lbs.

    Scale tickets were provided to them as proof

  • Initial Complaint

    Date:13/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filling a complaint against this company for adding additional fees and holding my belongings hostage until I pay. I've been ready to receive my belongings since August 29, when I was told I would get a call to confirm the actual day of delivery. I never received a call. I had my bank draft ready dated August 29. I understand that life isn't perfect and have not faulted this company for anything up until yesterday. I have asked numerous times the *** of my belongings and nothing can be firmed up. I arrived in ** and took the first week I was here off work to get my stuff, unpack and settle in before starting a new job in a new province. I figured that was more than enough time. 11 days in fact. I arrived August 25 and started work September 6. On Saturday September 10, I asked again, what's the ***? I was told Sunday September 11 evening or Monday morning. I quickly replied Monday was not going to work unless its after 5pm. The driver contacted my Sunday and said he wanted to deliver at 5am on Monday. That simply wasn't an option in the area I now reside. And that from 6-7am I was getting ready for work and no one would be home after 7am. The driver and I agreed on his way back from ******** ** he could drop off my stuff. He had to ask dispatch. Monday afternoon I emailed the company asking if we were still on target. I received a rude and unprofessional repsonse saying I had to pay an additional $500 for redelivery fee as the driver would not be dropping off on his way back to *******. And must pay before they will deliver. They are unprofessional, will not work with me on scheduling, will not communicate with me and told me I was uncooperative with the driver. I have been nothing but reasonable, while they aren't. I will not pay this additional fees as I do not understand why the driver couldn't drop off on his way back. He was nice, unlike the people in the office who are ******** me out of money. All I want is my belongings that are rightfully mine.

    Business Response

    Date: 23/09/2022

    Although this customer was so non cooperative and rude to our driver, she yelle3d at him for even suggesting that he can deliver early morning if she has to go to office.

    We have delivered her stuff without the redelivery fee.

    Customer Answer

    Date: 26/09/2022


    Complaint: ********

    I am rejecting this response because:
    Completely false allegations against myself. I am grateful to the driver who delivered my belongings against the wishes of this sad, pathetic company. I will never recommend them to anyone. I even helped the driver unload the truck. So much for me being rude. He was pleasant and he got a good tip for his service he provided me. This company, especially ****, is a joke. 

    Since I have my belongings, consider this case closed. I will inturn write a review of my experience with this company in hopes others will never experience what I went through. 
    Sincerely,


    *****************************

Starway Moving and Transport Inc. is NOT a BBB Accredited Business.

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